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Position: CSR1 - Call Center (Eng/Span) Bilingual

Location: Fully Remote- NJ State only

Duration: 6+ months | Contract-to-Hire

Start Date: 09/22

Bilingual (Spanish): $19/hr. on W2

Equipment: Bring Your Own Device (BYOD)

MAXIMUS NJ State Base Exchange (NJ SBE):

Project Overview: The NJ SBE Project is a contract between MAXIMUS and New Jersey State Base Exchange to Provide front line contact center and back office (i.e. paper application data entry, document linking, DMI resolution) support during the project Open Enrollment period.

Schedule:

Training hours: M-F 8:00 AM - 4:30 PM - 3 weeks.

Hours of Operation:

Non-Open Enrollment: 8:00 am to 5:00 pm Eastern - Mon through Fri

8:00 am to 8:00 pm EST - Monday through Friday.

8:00 am to 5:00 pm EST - Saturday

8:00 am to 5:00 pm EST - last two Sundays of OE

8:00 am - 10:00 pm EST - last three days of OE

8:00 am to 8:00 pm EST - one week after OE period ends.

Roles and responsibilities:

• The Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.
• Answer incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Perform other duties as assigned by management.

Education Required:

• High School Diploma, GED, or equivalent
• AA or higher degree preferred.

Background & Experience Required:

• Minimum of 6 months experience needed.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service and call center preferred.

Reminders from Maximus:

Bring Your Own Device (BYOD):

• Maximus restricts smart phone and low performing computer platforms (such as chrome books) from accessing Amazon Workspace\'s (AWS).
• Maximus requires Computer Operating System: Windows10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5) or newer. For HP Users, Maximus requires removal of SMode

Headsets:

• Maximus requires a USB plug and plays wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed.